The power of being proactive in your business

Article date: May 30 2012

Marcus Straub

Have you ever been the customer of a company that always seemed to be one or two steps ahead of you? As a business owner yourself, do you remember how wonderful this experience was? Do you recall how it instilled within you a sense of confidence, peace of mind and a strong desire to do business with them again?

Businesses that truly care about their customer’s well-being and satisfaction operate with their heads up. They are proactive and always looking ahead when it comes to improving their customer service. Companies that operate from this perspective are able to foresee the needs and wants of their customers, and they take the actions to meet or exceed them without being asked.

I recently had a very satisfying experience with a local accounting firm that left me feeling absolutely sure I had made the best choice in hiring them. The customer service they provided me is so rare, that it immediately placed them in a solid standing in my mind.

From the moment I walked into their office — from the receptionist on — to interview one of the partners, the atmosphere, attitude, level of competence and caring for me as a potential customer was obvious. I left that initial consult feeling strongly that it would be wise for me to hire them. I did do further investigation of other accounting agencies, but each subsequent experience only strengthened my original belief.

In preparation for filing my taxes, I had gathered all of my tax documents and then put them away to wait for the rest of my w-9s to arrive. In the meantime, I left for vacation, and filing my corporate returns by March 15th slipped from my mind. On the 17th, having realized this oversight, I once again contacted the one firm I believed so strongly was right for me.

I scheduled a follow-up appointment to meet with the partner and share my situation with her. Much to my surprise, I discovered that she had the foresight to file an extension for me, even without knowing for certain whether or not I was going to do business with them. Imagine my surprise, pleasure and absolute gratitude that they had been so caring, thoughtful, and thorough. The icing on the cake was the fact that their proactive actions saved me hundreds of dollars.

In addition, they entertained several questions from me regarding items of uncertainty in regard to the yearend filing they completed for me, and they fielded each question without hesitation or groans of frustration. The entire experience from beginning to end was rare indeed!

I recently — and happily — sent off my payment for the services they had rendered without reservation or doubt. This is because I viewed it more as a sound investment in a high quality business relationship — one that has, already, made my life easier and more satisfying.

This firm’s foresight and concern for my well-being led them to take actions that anticipated my wants and needs. Because of the minimal investment of time and resources on their part, they surpassed my desires and gained a loyal, referring client. They had my back, and I most definitely have theirs.

I, for one, can’t imagine going anywhere else to have my taxes done. I am grateful to Denise Downey and the entire team at Grand Mesa CPAs and I look forward to a long and mutually beneficial relationship with them. If you are in need of, or simply want a top notch experience with an accounting firm, I highly recommend you give Denise and her dedicated team of professionals a call.

Their story of exceptional service is an excellent example of how businesses have the potential to create a market dominating position through proactive customer service that goes “above and beyond”. When a business delivers such extreme value, the customer cannot possibly think of going anywhere else to have their needs met.

Through customized programs that include goal-oriented coaching, strategic consulting and innovative training, I can work with you to position your company or organization to hire true talent, access team member potential, develop communication skills and build a solid framework for the exceptional customer service that attracts customers and keeps them coming back. Together, we can build a market dominating position that will grow your company and position you heads and shoulders above the rest.

Marcus Straub owns Life is Great! Inc. in Grand Junction. His personalized coaching and consulting services help individuals, business owners, executives and companies build teams, organizations and lives that are filled with happiness and success. He is the winner of the 2011 International Coach of the Year Award, and is also the author of “Is It Fun Being You?.” He is available for free consultations regarding coaching, speaking and trainings. Reach Straub by phone at 208-3150, by e-mail at marcus@lifeisgreatcoaching.com or on the website at www.lifeisgreatcoaching.com.